Team Lead - Contact Center and Operations

Responsibilities

• Manage daily departmental operations for the call center to maintain contracted client performance standards.
• Oversee team efficiency and quality by monitoring call volumes and ensuring Service Level Agreements (SLAs) are met.
• Lead, coach, and develop a team of 15-20 employees through performance management and continuous training.
• Conduct call pattern forecasting and adjust daily staffing work plans to meet business needs.
• Collaborate with client leadership and account management to participate in quality calibration and operational meetings.
• Resolve escalated customer issues and system problems that impact departmental standards.
• Monitor work queues, assign daily tasks, and audit agent activity to ensure policy compliance and productivity.

Requirements

• Bachelor's degree in a relevant field or equivalent professional work experience.
• At least 3 years of experience in a Team Lead or Supervisor role within a Contact Center or Operations environment.
• Proven experience managing and developing a team of 15 to 20 employees.
• Strong verbal and written communication skills in English.
• Demonstrated experience in performance management, coaching, and team development.
• Familiarity with service level targets, productivity metrics, and operational KPIs.
• Proficiency in Microsoft Office and standard business tools.
• Ability to work onsite in Quezon City on a shifting schedule.

About the Company

Global Payments (NYSE: GPN) empowers simple, fast, and secure payments for everyone. We have built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world, from ambitious startups to global enterprises. As a Fortune 500 company with a team of 27,000 experts, we provide best-in-class payment technology and software solutions across North America, Europe, Asia Pacific, and Latin America.